Client Operations Manager

Job Description
We are iHasco. We're the go-to experts in top-notch Health and Safety and HR Compliance eLearning. Quality, creativity, and simplicity are our core strengths. With a track record of 15 million+ training sessions over 15 years, we're not just growing; we're skyrocketing. Join us now and lead the charge in our high-octane Commercial Sales team.
We are part of the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
Why this is an AMAZING opportunity?
We are excited to announce the launch of our first-ever Customer Success department at iHasco! This new initiative is a testament to our dedication to delivering exceptional support and value to our clients.
At iHasco, we believe in empowering our team and creating an environment free from bureaucracy and micro-management. Our Customer Success department will embody these values, ensuring our clients receive the highest level of service and support as we continue to innovate and lead in Health and Safety and HR Compliance eLearning.
Join us as we take this exciting step forward, reaffirming our commitment to quality, creativity, and simplicity. With the backing of the Citation Group, we're poised to reach new heights and provide an unparalleled client experience.
The role
This role is essential for ensuring our Customer Care team operates smoothly and efficiently, directly impacting customer satisfaction and retention. By optimising processes and providing key insights, you'll help us achieve our business objectives and drive continuous improvement. Your role will build trust across the business and establish a disciplined operational rhythm for the business.
Key Responsibilities
Process and Workflow Development:
Work with the Customer Success Director and Customer Care leaders to define, develop, and refine processes, dashboards, and workflows. This helps analyse customer data and proactively manage customer relationships, retention, and risk throughout the customer journey.
Customer Insights:
Understand and analyse customer goals, account health, satisfaction, engagement, behaviour, and status.
Operational Excellence:
Identify and execute opportunities to optimize systems and processes, focusing on agility, especially within Freshdesk.
Daily Support:
Serve as the day-to-day contact for Customer Care, troubleshooting processes, tools, and workflows.
Customer Reporting and Analytics:
Gather, analyse, and report customer data. Create regular reports, dashboards, and metrics to support decision-making.
Tool Management:
Oversee tools used by Customer Care, such as Freshdesk, Appcues, and Planhat. Ensure data integrity, manage user access, customiSe systems, and provide user support and training.
Cross-Functional Collaboration:
Work with other departments to ensure alignment and coordination in achieving business objectives. Facilitate communication, share information, and address interdepartmental challenges.
Support Efficiency:
Help organise and execute materials and data to enable Customer Care, Sales, and Marketing to work more effectively.
Internal Documentation:
Create and maintain playbooks, process flows, instructional materials, etc.
Technology Implementation:
Collaborate on the implementation and management of technology that supports Customer Care activities.
Operational Efficiency:
Apply industry best practices to design processes, tools, and workflows that improve team productivity and scale customer interactions.
Reporting and Dashboards:
Develop and own critical reporting and dashboards, providing transparency into business operations. Proactively identify risks and opportunities for sustained revenue growth.
Your background and experience
Freshdesk Certification, Ideally to Admin Level:
Possessing certification in Freshdesk, particularly at the admin level, demonstrates a deep understanding of the platform's functionalities and capabilities.
Exceptional Attention to Detail and Accuracy:
Ensures high quality and precision in all aspects of the role, which is crucial for maintaining customer satisfaction and operational efficiency.
Multi-Tasking and Adaptability:
Handles varying customer needs with a logical and structured approach, ensuring all tasks are completed effectively and efficiently.
Proficient Problem-Solving:
Capable of defining problems, collecting data, and drawing valid conclusions, which is essential for making informed decisions and resolving issues promptly.
Resilience in Challenging Situations:
Maintains balance and constructiveness, encouraging resilience in others and promoting a supportive team environment.
Enthusiastic "Roll Up Your Sleeves" Mentality:
Demonstrates a proactive and hands-on approach, ready to tackle challenges head-on.
Data-Driven Problem Solver:
Analyses and synthesizes information to make strategic decisions that enhance customer operations.
Adaptable to Change:
Thrives in dynamic environments, able to pivot and adjust plans as needed.
Effective Under Pressure:
Maintains performance and meets deadlines even in high-stress situations.
Strong Planning and Scheduling:
Organises tasks efficiently to ensure timely completion and resource management.
Communicates Technical Solutions Simply:
Translates complex technical information into plain English, making it accessible to non-technical stakeholders.
Negotiation and Solution Recommendation:
Identifies and advocates for solutions that benefit all parties involved, ensuring mutual success.
Self-Starter with a Customer-Focused Approach:
Independently drives tasks with a keen focus on customer needs and satisfaction.
Time Management:
Prioritises tasks to achieve goals within specified timescales, ensuring consistent performance.
What you get from us
From your birthday off work (in addition to a generous annual leave and bank holiday entitlement of 33 days) to wellbeing support and a health cash plan, to recognition and incentives, and continuous learning and development, we invest in you holistically.
We believe work should be fulfilling and enjoyable, so together, we create an environment where you can thrive. You will be surrounded by passionate colleagues who care deeply about our mission and have a true sense of purpose. We will challenge and grow you continuously—you will never find yourself clock-watching with us. We trust you, rely on you, and care about your well-being.